Refund Policy

At Anthony's Coal Fired Pizza, we are committed to delivering an exceptional dining experience — from our coal-fired ovens to your table. We understand that sometimes things do not go as planned, and we want to make sure every customer feels heard and fairly treated. This Refund Policy outlines the conditions under which refunds, exchanges, and cancellations are handled for orders placed online, by phone, or in person through our website anthonyscafe.click or at our locations.

Please read this policy carefully before placing your order. By completing a purchase or placing an order with Anthony's Coal Fired Pizza, you acknowledge and agree to the terms described below.

1. Our Commitment to Customer Satisfaction

We take pride in the quality of our food and service. Our coal-fired pizzas, wings, roasted pastas, and other menu items are prepared fresh with high-quality ingredients. If you are not satisfied with your order for any legitimate reason — such as receiving the wrong item, a missing item, or food quality concerns — we encourage you to contact us promptly. Our team will work diligently to make it right.

However, because our products are perishable food items prepared to order, we must balance customer satisfaction with practical limitations inherent to the food service industry. This policy is designed to be fair, transparent, and consistent for all guests.

2. Eligibility Conditions for Refunds

A refund request may be considered eligible under the following circumstances:

• Wrong Order Received: You received an item that is different from what you ordered.
• Missing Items: One or more items paid for were not included in your order upon pickup or delivery.
• Food Quality Issues: The food was undercooked, overcooked, spoiled, or otherwise not fit for consumption due to a preparation error on our part.
• Allergen Concerns: An allergen that you clearly noted was not to be included was present in your order, causing a documented concern.
• Order Not Received: For delivery orders placed through our website or affiliated delivery platforms, if the order was confirmed but never delivered, a refund may be issued.
• Duplicate Charges: You were charged more than once for the same order due to a technical or payment processing error.

To be eligible for a refund, you must report the issue within the timeframe outlined in Section 3 below and provide reasonable documentation where applicable (such as a photo of the incorrect or unsatisfactory item).

3. Timeframes for Refund Requests

Timing is critical when it comes to food-related refund requests. The following timeframes apply:

Refund requests submitted outside of these timeframes may not be honored, except in cases of documented billing errors or other exceptional circumstances determined at the sole discretion of Anthony's Coal Fired Pizza management.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. These include, but are not limited to:

• Change of Mind: Refunds are not issued simply because you changed your mind after the order was prepared or delivered.
• Consumed Orders: If a significant portion of the meal has been consumed before a complaint is raised, a refund will generally not be issued. This indicates that the food was, at least in part, acceptable.
• Customization Errors Made by the Customer: If you provided incorrect customization instructions at the time of ordering (e.g., selected the wrong size, toppings, or add-ons), we cannot refund the order.
• Catering Deposits: Non-refundable deposits paid for large group or catering orders are not eligible for refund once the preparation has begun.
• Promotional or Discounted Items: Items purchased using special promotional pricing, limited-time offers, or third-party coupons are non-refundable unless there is a verifiable food quality or safety issue.
• Gift Cards: Gift card purchases are final and non-refundable. They may only be used as payment toward future orders.
• Delivery Fees: Third-party delivery fees charged by external delivery platforms (e.g., DoorDash, Uber Eats, Grubhub) are subject to those platforms' own refund policies and are not controlled by Anthony's Coal Fired Pizza.

5. How to Request a Refund — Step-by-Step

If you believe you are eligible for a refund, please follow the steps below:

1. Step 1 — Gather Your Information: Have your order confirmation number, date and time of purchase, method of payment, and a brief description of the issue ready. If applicable, take a clear photo of the item(s) in question.
2. Step 2 — Contact Us: Reach out to our customer support team via email at [email protected] or through the contact form on our website at anthonyscafe.click. Include your order number, a description of the problem, and any photos or supporting documentation.
3. Step 3 — Review Period: Our team will review your request within 1–3 business days. We may follow up with additional questions to better understand the situation. Please respond promptly to avoid delays.
4. Step 4 — Decision Notification: You will receive an email notification informing you whether your refund request has been approved, partially approved, or denied, along with the reasoning for our decision.
5. Step 5 — Refund Issued: If approved, your refund will be processed using the original payment method within the timeframes described in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, the time it takes for funds to appear in your account depends on your original method of payment:

Please note that these timeframes reflect the time after the refund has been approved and initiated on our end. Processing times may vary depending on your bank or financial institution, and Anthony's Coal Fired Pizza has no control over delays once the refund has been issued from our systems.

7. Partial Refunds

In certain situations, a partial refund may be more appropriate than a full refund. Partial refunds may be issued under the following conditions:

• Only some items in a multi-item order were incorrect or missing, while the remainder of the order was accurate and satisfactory.
• A food quality issue was present but only affected part of the order.
• The customer contributed partially to the issue (e.g., providing incomplete allergy instructions).
• A catering or group order was partially fulfilled due to circumstances outside our control.
• The refund request was submitted after the recommended timeframe but still falls within a reasonable window and is supported by valid documentation.

The amount of a partial refund will be determined by our management team on a case-by-case basis, taking into account the specific circumstances and the value of the affected portion of the order.

8. Exchange Policy

Where practical and appropriate, we prefer to resolve food-related issues through an exchange (replacement of the item) rather than a monetary refund. If you received the wrong item or if there was a preparation error, we may offer to remake your order at no additional charge, subject to the following conditions:

• The exchange request is made within 2 hours of receiving your original order.
• The original item (or a substantial uneaten portion of it) is available for return or documentation in the case of dine-in orders.
• The exchange is for the same or equivalent item. We do not offer upgrades as part of an exchange.
• The request is verified as a genuine error on our part, not a personal preference change after ordering.

For in-store dining, please speak with the manager on duty immediately. For takeout or delivery orders, contact us at [email protected] as soon as possible.

9. Cancellation Policy

We understand that plans can change. Our cancellation policy varies depending on the type of order placed:

9.1 Standard Online or Phone Orders

Once a standard order (individual meals, takeout, or delivery) has been submitted and confirmed, it enters our kitchen queue immediately. Cancellations are only accepted within 5 minutes of placing the order. After this window, the order may already be in preparation and cannot be cancelled for a refund.

9.2 Catering and Large Group Orders

For catering orders or large group reservations made in advance:

• Cancellation more than 48 hours before scheduled time: Full refund, minus any non-refundable deposit as stated in your catering agreement.
• Cancellation between 24–48 hours before scheduled time: 50% refund of the total order amount. The deposit is forfeited.
• Cancellation less than 24 hours before scheduled time: No refund will be issued. The full amount will be retained to cover preparation costs and food already sourced.

9.3 Delivery Orders Through Third-Party Platforms

If you placed your order through a third-party delivery service such as DoorDash, Uber Eats, or Grubhub, the cancellation and refund policies of that platform will apply. Please contact the respective platform directly to request a cancellation or refund.

10. Dispute Resolution Process

We genuinely want every customer to walk away satisfied. If you have a complaint or refund-related concern that has not been resolved to your satisfaction through our standard process, you may escalate the matter using the following steps:

1. Internal Escalation: Request that your case be escalated to a senior manager or the customer experience team by noting this in your email to [email protected]. Senior management will review escalated cases within 3–5 business days.
2. Written Formal Complaint: You may submit a formal written complaint addressed to our customer relations team. We will respond with a final written determination within 10 business days.
3. Consumer Protection Resources: Customers in the United States have the right to file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov, or with their state's attorney general office if they believe their consumer rights have been violated. Residents of California may also reference their rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable to data-related concerns.
4. Chargeback Through Your Bank: As a last resort, if you believe you have been wrongfully charged and we have not resolved the issue, you may contact your credit card company or bank to initiate a chargeback dispute. We encourage you to exhaust our internal resolution process first.

We reserve the right to deny future orders to customers who abuse the refund or dispute system in bad faith.

11. Changes to This Refund Policy

Anthony's Coal Fired Pizza reserves the right to update, modify, or revise this Refund Policy at any time. Changes will be effective immediately upon posting to our website at anthonyscafe.click. We encourage customers to review this policy periodically. Continued use of our services following the posting of any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund requests, questions, or concerns related to this policy, please contact us using the details below. Our team is here to help and will respond as quickly as possible.